RoboCat Casino - Player’s account closure request is delayed.

I have asked numerous times to close the casino account. They did not do it. I have since deposited €1250 due to a gambling problem. It could have been prevented if they had acted on my request. I have been waiting for over 2 weeks for the matter to be resolved. They always just say it will take several days but the matter does not progress anywhere. They only closed the casino when I demanded the deposits back.

Hello Majeju,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I have requested to permanently close my account, citing that I have not only suffered losses but also developed a gambling problem.

You can't close your account at this casino yourself.

They delayed the closure, quite deliberately.

Hello Majeju,

Can you please forward the request you have sent to the casino to [email protected] for further review?

Awaiting your response.

Regards,

Nick

I sent an email.

Hello Majeju,

Can you please clarify when exactly did the casino close your account?

Additionally, you will need to forward the first self-exclusion request in which you have specifically mention gambling problems as based on the current evidence, the first mention of gambling problems is mentioned on 31.1.2025 and the casino claims they closed your account on 2.2025.

Looking forward to hearing from you.

Regards,

Nick

I have made a closure request via chat numerous times, they themselves are aware of it. The casino closed in February. Many requests to close the account were made during January. Support has never answered me themselves. They still promise to take care of the matter soon, nothing happens.

Hello Majeju,

Please forward the requested information as based on the current evidence, the casino is not obligate to refund anything as your account was closed within a reasonable time frame.

If you have any earlier e-mail in which you have mentioned gambling issues/problem, we can proceed in resolving the matter.

Awaiting your response.

Regards,

Nick

Dear Majeju,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.